Privacy policy


Your personal data

1      We respect your right to privacy and will only use the personal information you provide us with, we receive from your smart meter, or that we receive from another organisation, such as credit reference agencies, as allowed by the Data Protection Act 1998 and other applicable privacy laws.

2      We may monitor and record any of your communications with us, including telephone conversations and emails, to make sure we’re giving you a good service and meeting our regulatory and legal responsibilities.

3      If you have any questions about the information we are holding about you and how we use it, or believe that the information we have about you is wrong or needs to be updated, please contact our customer services team.

4      We will provide you with a copy of the personal data that we hold about you if you ask for it, although we may charge you a fee for this.  You can also ask us to update and correct any incorrect personal information which we hold about you, which we will do free of charge.

Using your information

5      You agree that we (and our agents) may use the information and contact details you give us or use with us, and the contact details provided when you contact us, to do any of the following things:

(a)      to set up, monitor and manage your account, including carry out our rights and responsibilities under the contract, contact you in relation to your energy supply, to offer you improved services and upgrades, to transfer your account to another supplier, and share information about your account with any of our agents and other organisations and people who we use to help run our businesses (for example, meter readers);

(b)      to keep to all relevant laws, regulations, industry codes and government instructions, and to deal with any complaints;

(c)       to take a deposit, carry out credit checks, trace and recover debt, and help prevent fraud and loss; and

(d)      to help us to improve the way we run any existing and future accounts, services and products and to tell you about improvements and new products and services.

Sharing your information

6      You agree to us sharing your information with other people or organisations where necessary for the purposes of the contract.  This includes sharing your information with any joint account holders or anyone you have a joint bank account (that you use to set up the Direct Debit with us).  We may also exchange information between any of your energy accounts, and if we need to change agents (for example, meter readers) they may also need to share your details with the agent replacing them, and you agree to that.